Alex Francis.
Head of LATAM
Originally from the West Midlands, I have lived in many places all over the world.
A degree in Marketing, bilingual with Spanish, a trained rescue diver and ex luxury yacht crew – I’m very lucky to have such a wealth of global life experiences.
My background is in high end hospitality & services as working with people is something I’ve always enjoyed. Working in recruitment means I’m able to combine my business education with passion for people to help improve their working environment. It makes it that extra bit rewarding to see people flourish in new roles!
Latest Alex Francis Jobs.
Country Manager (Brazil)
Posted today- Lima
- Circa $120,000 USD
Position: Country Manager – Brazil | Strategic Market Leadership Join us in delivering world-class online entertainment, providing our clients with secure, transparent, and responsible gaming experiences. We are seeking a dynamic Country Manager for our Peru market to lead strategic growth, local operations, and partner collaborations. Key Responsibilities: Develop and manage the local P&L, ensuring financial targets are met and aligning results with business goals. Oversee seamless communication between local teams and global departments to ensure strategic alignment. Drive exceptional user experience, meeting and exceeding customer satisfaction benchmarks. Stay ahead of market trends, including competitive positioning and regulatory developments. Foster strong relationships with local regulatory bodies, ensuring full compliance and strategic alignment. Lead market research efforts, financial planning, and execution of marketing strategies to capture market share. Work closely with the marketing team to define and execute local brand strategies, ensuring alignment with broader business goals. Collaborate with the Compliance Manager and Legal teams to maintain full regulatory compliance. Build and manage local teams, including recruitment and development, in coordination with HR. Lead local business development, identifying opportunities for growth and partnership. What We’re Looking For: Proven experience in the online gaming or betting industry. Entrepreneurial mindset with a strategic approach to market leadership. University degree in business, economics, digital business, engineering, computer science, or a related field. At least 5 years of experience in similar roles, ideally in hybrid or remote settings. Expertise in project management and collaboration tools. Advanced proficiency in Excel, along with experience in data analysis and visualization. Strong sales skills, analytical thinking, adaptability, and resilience. Proven ability to inspire and lead teams toward achieving ambitious goals. Advanced English proficiency is essential, with Spanish skills considered a valuable asset.
Customer Service Director
Posted 44 days ago- Carribbean
- Upto $150,000
A Pentasia client is on a mission to become the most player-focused online gaming brand in the USA. With a fast-growing customer base across sports, casino, lottery, and horse racing, and a bold rebrand launching in 2025, we’re building something special—an all-in-one destination that puts players first, every time. To make that a reality, we need a Customer Service Director who shares our passion for excellence, responsiveness, and care. Role Overview The Customer Service Director is responsible for leading and scaling our 24/7/365 player support operations across phone, live chat, and email. You will manage a large team covering all US time zones, supporting every vertical—sports, casino, lottery, and horses—and acting as the voice of the player within the business. This is a hands-on leadership role that requires exceptional organizational, people, and process management skills. You’ll be tasked with designing world-class support operations, ensuring every player query—whether it’s a promo question, a payment issue, or an account concern—is resolved quickly, clearly, and professionally. Key Responsibilities Leadership & Strategy Lead and grow a high-performing 24/7/365 customer support team with a culture of care, efficiency, and accountability Define and execute the customer support strategy aligned with the company’s growth vision Build shift structures, escalation paths, and team coverage to meet real-time demand at all hours Operational Excellence Ensure SLAs, CSAT, and resolution metrics exceed industry benchmarks Implement and optimize systems for ticketing, reporting, QA, and knowledge management Collaborate with payment operations to quickly resolve deposit, payout, and wallet issues Ensure alignment with marketing on all promotional offers to equip teams to answer any promo-related questions Partner with product, sportsbook, and casino teams to provide rapid feedback loops and player insights Cross-Functional Collaboration Serve as the primary customer experience partner to the COO, Director of Operations, and department leads Work with compliance, risk, and legal teams to manage sensitive cases and ensure regulatory alignment Support affiliate and VIP teams with high-touch service needs People & Performance Recruit, train, and mentor support managers and agents. Deliver coaching and training programs focused on player empathy, efficiency, and technical knowledge Monitor team performance and handle high-priority escalations as needed Player-Centric Culture Champion a “players-first” ethos across the organization Constantly gather and analyze player feedback to identify opportunities for improvement Innovate on customer service delivery—whether through automation, personalization, or tone of voice What We’re Looking For 10+ years of senior leadership in customer support roles, preferably in iGaming, e-commerce, or high-volume digital services Experience leading large, round-the-clock support teams across multiple time zones Deep understanding of support operations across sports betting, casino, or lottery verticals a major plus Strong collaboration skills—able to work with marketing, payments, product, and tech Proactive, resourceful, highly organized, and unshakably calm under pressure Clear, compassionate communicator with strong written and verbal skills Experience managing ticketing and CRM platforms (e.g., Zendesk, Freshdesk, Salesforce) Data-driven mindset, with a focus on continual performance optimization What You’ll Get A chance to help build the most responsive, respected support team in online gaming A seat at the leadership table, influencing how we grow and serve our growing player base Competitive compensation benefits A team-first culture with big ambitions and big heart
Payroll Manager
Posted 52 days ago- Brazil
- Circa R$15,000 (negotiable)
As a Payroll Manager, you are responsible for ensuring accurate and compliant payroll processing for all CLT employees. This involves managing all aspects of payroll, including tax deductions, benefits, and statutory compliance, while maintaining employee records and generating reports. Key Responsibilities: Payroll Processing: Managing the end-to-end payroll process, including calculations, deductions, and payments. Ensuring timely and accurate payroll processing, adhering to deadlines. Handling payroll-related transactions, including salaries, benefits, and taxes. Compliance: Staying up-to-date with Brazilian labor laws, tax regulations, and social security requirements. Ensuring compliance with all applicable legal and regulatory requirements. Managing statutory filings and reporting. Data Management: Maintaining accurate payroll records and employee data. Ensuring data integrity and confidentiality. Managing payroll systems and software. Reporting and Analysis: Generating payroll reports for management and stakeholders. Analyzing payroll data to identify trends and discrepancies. Reconciling payroll accounts. Stakeholder Management: Collaborating with HR, finance, and other departments. Responding to employee inquiries and resolving payroll-related issues. Managing relationships with external payroll vendors. Process Improvement: Identifying opportunities to improve payroll processes and efficiency. Implementing best practices and automation tools. Required Skills and Qualifications: Strong knowledge of Brazilian payroll laws and regulations. Experience with payroll software and systems Proficiency in Microsoft Excel or Google Sheets. Excellent analytical and problem-solving skills. Strong attention to detail and accuracy. Effective communication and interpersonal skills. Proficient in the English language Bachelor's degree in accounting, finance, human resources, or a related field.
VP of Casino
Posted 85 days ago- Brazil
- Circa R$45,000
Our client, a legally authorized casino operator in Brazil, is seeking an experienced Vice President of Casino to lead and oversee all aspects of its online casino operations. This is a senior leadership role requiring a strategic, hands-on professional with a deep understanding of the online casino industry, supplier management, team leadership, and product innovation. The VP of Casino will play a crucial role in shaping the company’s strategy within Brazil’s newly regulated market, ensuring compliance while driving growth, engagement, and profitability. Key Responsibilities Strategic Leadership & Growth Define and execute the overall strategy for the casino vertically in alignment with company objectives. Develop and implement innovative plans to drive acquisition, retention, and revenue growth. Monitor market trends, competitor activity, and regulatory updates to keep the company at the forefront of the industry. Assist in the development of tournaments, promotions, bonus definitions, campaigns, and game prioritization. Casino Product & Supplier Management Oversee the development, optimization, and performance of casino games and platform features. Manage relationships with third-party providers, negotiating commercial agreements to ensure the best offerings and profitability. Collaborate with internal stakeholders (marketing, compliance, tech, data and finance) to optimize the casino product portfolio. Ensure seamless integration of new suppliers and products while maintaining an outstanding user experience. Team Leadership & Operations Build, lead, and mentor a high-performing casino operations team. Establish key performance indicators (KPIs) and ensure the team meets business objectives. Foster a data-driven culture to improve decision-making and customer experience. Work closely with risk and fraud teams to ensure responsible gaming and security measures. Compliance & Market Adaptation Ensure all operations align with Brazil’s new gaming regulations. Work with legal and compliance teams to implement policies that maintain the highest industry standards. Represent the company in discussions with industry stakeholders, and key partners. Skills & Qualifications Proven experience in a senior casino management role within the online gaming industry. Deep knowledge of online casino operations, including product management, game suppliers, and regulatory frameworks. Strong leadership skills with a track record of building and managing successful teams. Expertise in supplier management, contract negotiations, and commercial optimization. Solid understanding of marketing, customer retention, and player engagement strategies. Data-driven mindset, with experience leveraging analytics to optimize product performance. Fluent in Portuguese and English (both written and spoken). Ability to work remotely while effectively managing operations and teams across different locations.